Albert's Schloss - Soho, London — Restaurant in London

I want to start by letting you know we’ve spent hundreds at your London establishment and genuinely loved the experience. We brought our friends tonight after telling them for weeks what an amazing time it was. We’ve already purchased tickets for new years.

With that said, we had the most unprofessional, disturbing, and targeted experience with your door man tonight we’ve ever had at any establishment. We lined up in the queue quietly and entirely sober around 8:45 pm. We respectfully waited to be added to the queue when we heard the doorman say to women in front of us that they need to leave and return in 30 minutes to be let in. They left upset, and we moved forward. He then told us the same. We respected his directive and left. We then watched a group of 10 British men be let in immediately as we left.

Observing that, we returned to line with the understanding that others were being let in, only for the door man to once again tell us we can’t stand there. We offered to move aside and he replied that we can’t get in until the queue moved. We agreed and stepped aside. He then proceeded to let others directly behind us in immediately. We once more tried to enter the queue and he clearly told us, “you’re not getting in.”

In previous visits, it was myself and my partner. I can’t say for certain if your door man is racist, but judging by the reviews and the fact that I’ve only had issues trying to get in with a black friend, I’d say he is. He is the most disrespectful, discriminatory, unprofessional person I’ve met out. He could not and would not give us a reason for us not being allowed in. I went to the main door to complain, after which the man told us that he didn’t know why we weren’t being let in and it was obvious that we were not intoxicated. I’m deeply disturbed and I want answers. I’ve also read reviews that he discriminates against Americans — not that it matters, but while we are American we’ve lived here for over two years. It’s disgusting if this is true.

I’m unsure how you feel this situation can be rectified but I can be certain when I tell you I will never again recommend this location to friends. I was happy to cheerlead the bar, and I’ve loved every previous experience at it. However, I now feel deeply uncomfortable and unwelcome. I’m anxious to come at new years and I never want to attempt a visit again.

I look forward to hearing the steps you’ll take to ensure myself and other patrons do not have this...

If you are wondering where in London you will find, the minute you walk through the doors, an Alpine/Austrian Resort instantaneously, with an equally warm and spontaneous welcome, then you need not go further than Albert's Schloss in Shaftesbury Avenue.

Once you've arrived you have a choice of two floors - ground floor and lower ground floor. As you take a moment to take everything in you then begin to realise that this is not just another beer hall - to paraphrase Rowan Atkinson in Love Actually, "It is so much more."

As you finally make your way down the beautiful, winding, wooden staircase you are suddenly made aware why this venue is beginning to make a name for itself, especially once the live music and shows begin. The music and shows alone created a perfect atmosphere, with many joining in and singing along.

It doesn't stop there! The food is an impressive fayre of reasonably priced comfort food featuring traditional Austrian/German/Alpine cuisine (Fondue to die for!; Pork Knuckle simply succulent with a crispy skin - every bite you want more), with beer ("the big six" featuring original beer), wine, cocktails and shots all extremely well & reasonably priced......especially by central London standards!

And it doesn't just stop there! The service we received from a wonderful waitress called Liv was simply second-to-none! She couldn't have been more attentive, without being intrusive, if she tried. She read us like a book - knowing when to bring drinks not only in a timely fashion, but ensuring that our needs were met in a timely fashion. The kind of service you'd expect from a 5+ Star establishment, not a beer hall. We were left wanting for nothing, and made to feel incredibly welcome. Considering how busy it got, the service never faltered.

Albert's Schloss gets 10 out of 10 for pretty much everything! Even the toilets were kept immaculately clean throughout the evening, no matter how many people were inside the establishment (and there were many!).

Just to give you an idea how impressed we were: We were there on Friday the 18th October with a dear friend of ours and we are returning again just 11 days later with two other friends, and all because of the wonderful time we had!

Thank you Albert's Schloss - and your tremendous team! - for such a wonderful evening/experience. And a very big thank you to Liv!

See you again very, very soon!

Bobby and Lloyd &...

Deeply traumatised and disappointed with the evil and cruel treatment I recieved at albert schloss that arised from me and my friend's disability. We were denied entry with out working assistance dogs. The General manger cited there was loud music so they couldn't let our assistance dogs in, despite our assistance dogs being trained to work in these enviorments and encounter these types of enviorments every single day.

This was not outlined in their official company policy, no risk asssessment was conducted to validate this decision and this was especially upsetting because other venues allow access for assistance dogs. The refusal was arbitrary and ad-hoc and to make matter worse, under the equality act of 2010, they had failed to preform their legal duties in providing reasonable adjustments to ensure their disabled patrons were to enjoy the experience on equal terms.

We were talked down upon like we were children, not allowed to express ourselves fully and treated like we were just some minor inconvience.

If I had been told I was allowed into a venue because I'm black, people would riot and boycott, but because I'm being treated horribly because I'm disabled people turn a blind eye.

What they had done was unethical AND ILLEGAL. This will be taken higher and I hope the company takes appropriate action to ensure this behaviour does not occur again. What has happened to me and my friend was plain evil.

Edit:

Working with Albert schloss to review their policies on assistance dogs and disabled customers is an honour I will always remember.

I will always praise businesses that take time to work on themselves, promise to improve AND deliver, and Albert schloss did all three. With the new policies I highly recommend those with fully trained and qualified assistance and guide dogs!

Drinks were spot on as well! One of the few ciders I really do like! Very happy with their drinks selection! Hopefully will be back to check out...